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Hello,

On August 27, 2024, I made a deposit of €25. A 200% bonus was used, which had a maximum payout of 10 times the granted bonus (50€ x 10 = 500€).

After successfully meeting the bonus requirements, I made a withdrawal of €280 on August 28, 2024.

When I inquired about the verification process, Live Support provided me with an email address to which I should send my verification documents.

I complied with this request on the same day.

After that, nothing happened until the day before yesterday.

When I asked in the chat why I hadn't received either a verification confirmation or my payout, I was informed that my account had been suspended.

When I asked for the reason, I was sent a screenshot showing some insults.

I could not see any connection here.

My account is suspended and the casino is not responding to my emails.

Hallo,

ich habe am 27.08.2024 eine Einzahlung in Höhe von 25€ vorgenommen. Es wurde ein 200% Bonus genutzt, welcher eine Maximalauszahlung von 10x dem gewährten Bonus hatte (50€ x 10= 500€).

Nachdem ich den Bonus erfolgreich umgesetzt hatte, habe ich am 28.08.24 eine Auszahlung in Höhe von 280€ getätigt.

Auf Nachfrage wie ich mich veriifzieren kann, wurde mir im Live Support eine Email-Adresse geschickt, zu welcher ich meine Dokumente zur Verifizierung schicken sollte.

Dieser Aufforderung kam ich noch am selben Tag nach.

Nun passierte bis vorgestern garnichts mehr.

Auf Nachfrage im Chat, wieso ich weder Besätigung der Verifizierung noch eine Auszahlung erhalten habe, wurde ich darauf hingewiesen, dass mein Konto gesperrt wurde.

Als ich nach dem Grund fragte, wurde mir ein Screenshot zugesendet, indem Beleidigungen zu sehen waren.

Ich habe hier keinen Zusammenhang erkennen können.

Mein Konto ist gesperrt und auf Email meinerseits reagiert das Casino nicht.

Dear todoppellic,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• What reason did the casino give for suspending your account?
• Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

The casino did not give me a reason for the closure. I was only sent a screenshot in the live chat, which was an excerpt from a chat history in which insults could be seen. But this excerpt definitely did not come from me. To be honest, I do not see any connection to my payout.

There is only this email in which I send my documents to the casino for verification. I personally have not received a single email from the casino.

Das Casino hat mir keinen Grund zur Schließung mitgeteilt. Mir wurde im Live Chat lediglich ein Screenshot zugesandt, auf welchem ein Auszug aus einem Chatverlauf war, in dem Beleidigungen zu sehen waren. Dieser Ausschnitt stammt aber definitiv nicht von mir. Ich sehe hier ehrlicherweise auch keinen Zusammenhang zu meiner Auszahlung.

Es gibt lediglich diese Email, in der ich meine Dokumente für die Verifizierung an das Casino schicke. Ich selber habe von dem Casino keine einzige E-Mail bekommen.

Dear todoppellic, thank you for the information provided.

• Do you have the screenshot or chat history, please?
• Is it correct that your account was suspended because of behavior in chat?

Hello, as already mentioned, unfortunately I don't have any screenshots.

After the chat told me that my account was blocked, the chat was closed and I was logged out.

I can clearly answer the second question with yes. My account was definitely blocked because of my alleged "wrong" behavior. To this day I am not aware of what I am supposed to have done.

Hallo, wie bereits erwähnt habe ich leider keine Screenshots.

Nachdem der Chat mir mitteilte, dass mein Konto gesperrt wurde, wurde der Chat geschlossen und ich wurde abgemeldet.

Die zweite Frage kann ich ganz klar mit Ja beantworten. Mein Konto wurde definitiv aufgrund meines angeblich „falschen" Verhaltens gesperrt. Ich bin mir bis heute nicht bewusst, was ich getan haben soll.

Thank you very much, todoppellic, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you todoppellic for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 5Bonuses Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates under the Costa Rica license there isn't an official way to escalate the complaint further to the regulator.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter